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Overview

Call Initiation & Termination settings control:
  1. Call Initiation - Who speaks first when a call connects
  2. Initial Delay - How long to wait before AI speaks
  3. Message Interruption - Whether users can interrupt the opening message
  4. Call Termination - Custom messages when ending calls
These settings can be configured separately for outbound and inbound calls.

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Call Initiation Modes

Behavior: AI remains silent until the user speaks firstUse When:
  • User expects to speak first (traditional phone behavior)
  • Inbound calls where customer initiates
  • Formal or professional settings
Example Flow:
Call connects → Silence → User: "Hello?" → AI responds

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Configuration

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Outbound Calls

1

Select Initiation Mode

Call Initiation for Outbound CallsChoose one of three modes:
  • User Initiates (AI remains silent)
  • AI Initiates with dynamic message
  • AI Initiates with custom message
2

Set Custom Message (If Applicable)

If you selected “AI Initiates: Custom message”:Custom Message for Outbound CallsEnter your message using variables:
Hello {{customer_name}}, this is {{agent_name}} calling from {{company_name}}. 
I'm calling regarding {{reason}}.
3

Configure Initial Delay

Initial delay (in seconds) before AI speaks in outbound calls
  • Default: 1 second
  • Range: 0+ seconds
  • Recommended: 1-2 seconds
A small delay (1-2 seconds) helps ensure the line is fully connected and avoids cutting off the greeting.
4

Set Interruption Behavior

Allow Initial Message Interruption
  • ON: User can interrupt AI’s opening message
  • OFF: AI completes opening message before listening
Allowing interruption creates more natural conversations but may lead to incomplete greetings.

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Inbound Calls

1

Select Initiation Mode

Call Initiation for Inbound CallsChoose one of three modes:
  • User Initiates (AI remains silent)
  • AI Initiates with dynamic message
  • AI Initiates with custom message
2

Set Custom Message (If Applicable)

If you selected “AI Initiates: Custom message”:Custom Message for Inbound CallsEnter your message:
Thank you for calling {{company_name}}. My name is {{agent_name}}. 
How may I assist you today?
3

Configure Initial Delay

Initial delay (in seconds) before AI speaks in inbound calls
  • Default: 1 second
  • Range: 0+ seconds
  • Recommended: 1-2 seconds
4

Set Interruption Behavior

Allow Initial Message Interruption
  • ON: User can interrupt AI’s opening message
  • OFF: AI completes opening message before listening

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Call Termination

Configure custom end-call messages that AI can use when ending conversations.

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Configuration

1

Add End Call Messages

Click the ”+” button to add a new end call message
2

Enter Message

Type your end call message with optional variables:
Thank you for calling, {{customer_name}}. Have a great day!

Your appointment is confirmed for {{appointment_date}}. We'll see you then. Goodbye!
3

Add Multiple Messages

Create multiple end call messages for different scenarios
4

Use in System Prompt

Reference these messages in your system prompt:
When ending the call, use one of the configured end call messages 
based on the conversation outcome.

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Best Practices

Outbound Calls:
  • Use “AI Initiates” (dynamic or custom)
  • Customers expect to be addressed when called
Inbound Calls:
  • Can use “User Initiates” for traditional feel
  • Or “AI Initiates” for instant service
Example:
Outbound (Sales): AI Initiates with custom branded greeting
Inbound (Support): User Initiates, let customer explain issue first
Opening messages should be brief and clearGood:
"Hi {{customer_name}}, this is Maya from Callkaro. 
I'm calling about your recent order."
Too Long:
"Hello {{customer_name}}, thank you so much for being a valued customer. 
My name is Maya and I'm calling from Callkaro, your trusted partner 
for all your needs. We greatly appreciate your business and wanted 
to reach out regarding your recent order..."
Recommended Delays:
  • Standard: 1 second
  • Noisy environments: 1.5-2 seconds
  • Clear connections: 0.5-1 second
Too Short (0s): May cut off greeting Too Long (3s+): Awkward silence, customer may hang up
Allowing interruption creates more natural conversationsWhen to Enable:
  • Casual, friendly interactions
  • Customer service scenarios
  • Long opening messages
When to Disable:
  • Important legal disclaimers
  • Compliance-required messages
  • Critical information delivery
Have different end messages for different outcomesExamples:
Success: "Your order is confirmed. Thank you and goodbye!"

Follow-up needed: "We'll send you the details via email. Have a great day!"

Not interested: "Thank you for your time. Feel free to reach out if you change your mind."

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Use Cases

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Outbound Sales Calls

Configuration: 
Mode: AI Initiates (Custom)
Custom Message: "Hi {{customer_name}}, this is {{agent_name}} from {{company_name}}. 
                 I'm calling about our special offer for you."
Initial Delay: 1 second
Allow Interruption: ON
Why:
  • Professional, branded introduction
  • Customer can interrupt if busy
  • Quick connection after dial

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Inbound Customer Support

Configuration: 
Mode: User Initiates
Initial Delay: N/A (user speaks first)
Allow Interruption: N/A
End Messages:
  - "Your issue has been resolved. Thank you for calling!"
  - "We've created a ticket. You'll receive an email shortly. Goodbye!"
Why:
  • Let customer explain their issue
  • Traditional call center feel
  • Multiple end messages for different resolutions

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Appointment Reminders (Outbound)

Configuration: 
Mode: AI Initiates (Custom)
Custom Message: "Hello {{customer_name}}, this is a reminder about your appointment 
                 on {{appointment_date}} at {{appointment_time}}."
Initial Delay: 1.5 seconds
Allow Interruption: ON
End Message: "See you on {{appointment_date}}. Goodbye!"
Why:
  • Clear, consistent message
  • Includes appointment details
  • Customer can interrupt to confirm or reschedule

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Lead Qualification (Outbound)

Configuration: 
Mode: AI Initiates (Dynamic)
Initial Delay: 1 second
Allow Interruption: ON
End Messages:
  - "Thank you! A team member will contact you shortly."
  - "Thanks for your time. Feel free to visit our website for more info."
Why:
  • AI generates contextual greeting
  • Natural conversation flow
  • Different endings for qualified/not qualified leads

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Troubleshooting

Issue: Opening message is incomplete or choppyCauses:
  • Initial delay too short
  • Connection latency
Solutions:
  1. Increase initial delay to 1.5-2 seconds
  2. Test with different network conditions
  3. Keep custom messages concise
Issue: Long pause after call connectsCause: Initial delay too longSolution: Reduce initial delay to 1 second (recommended default)
Issue: Variables show as {{variable_name}} instead of actual valuesCauses:
  • Variable not defined in system prompt
  • Variable not passed in call metadata
  • Typo in variable name
Solutions:
  1. Verify variable exists in system prompt
  2. Check variable is passed via API
  3. Ensure exact spelling matches
Issue: User can’t interrupt AI’s opening messageCauses:
  • Interruption disabled
  • Voice detection sensitivity
Solutions:
  1. Enable “Allow Initial Message Interruption”
  2. Test with clear, loud interruptions
  3. Check voice provider settings
Issue: Call ends abruptly without end messageCauses:
  • Not referenced in system prompt
  • Call terminated by system before message
Solutions:
  1. Add instructions in system prompt to use end messages
  2. Ensure AI has time to say goodbye
  3. Verify end call messages are configured

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Advanced Tips

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Dynamic Opening Based on Call Metadata

Use variables to create highly personalized openings: 
"Hello {{customer_name}}, I'm calling from {{company_name}} regarding your 
{{product_name}} purchase on {{purchase_date}}. Do you have a moment?"

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Time-Based Greetings

Include time-aware greetings in your system prompt: 
System Prompt: "Start calls with appropriate greeting based on time of day:
- Morning (6AM-12PM): Good morning
- Afternoon (12PM-6PM): Good afternoon  
- Evening (6PM-10PM): Good evening"

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Multi-Language Support

Create language-specific custom messages: English Agent: 
"Hello {{customer_name}}, this is calling from {{company_name}}."
Hindi Agent: 
"नमस्ते {{customer_name}}, मैं {{company_name}} से बोल रहा हूं।"

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Getting Help

Test Call Flows

Use Test Call to verify initiation, delay, and termination settings work as expected

Contact Support

Our team can help optimize call initiation and termination for your use case